Paytronix is hiring a
Enterprise Customer Success Manager

Summary

The job is for a Customer Success Manager at Paytronix, a cloud-based digital guest engagement platform for the hospitality industry. The CSM will manage relationships with assigned customers, drive adoption of features and tools, and serve as an internal advocate for their needs.

Requirements

• Strong communication and interpersonal skills with the motivation to inspire both our clients and your teammates
• Comfort interacting with C-level account contacts
• Strong presentation and communications skills to lead onsite and remote Strategic Business Reviews
• Strong listening skills with demonstrated ability to ask effective questions, dive deep, understand customer priorities and anticipate customer needs
• The ability to quickly build rapport with individuals and teams, naturally looking for ways to make processes easier
• Empathy for who you work with; you identify with their challenges and your desire to delight shines through in your communications
• 5+ years of customer success or account management with a technical (SaaS) product
• Comfort with ambiguity and capacity for creative problem solving
• Experience with advocating for your customers’ needs within our organization and driving to solutions

Responsibilities

• Regular, proactive engagement with assigned customers to help them thrive at every step of their post-implementation lifecycle
• Maintain alignment with customers’ desired business outcomes through consistent engagement and responsiveness to customer needs
• Serve as an internal advocate to amplify customer needs and trends across the portfolio and synthesize learnings back to Paytronix
• Identify and invest in areas of strength in the relationship, while monitoring and mitigating risk
• Build and manage strong relationships with account executive stakeholders (C-level), and day-to-day contacts
• Lead the development and execution of Strategic Business Reviews and collaborative Success Plans with assigned customers
• Drive customer awareness of available resources, features, and tools to help them maximize the value from their solution
• Maintain accurate and up-to-date records of Account profile, key contacts, activities, and history in CRM
• Serve as a sales enabler by identifying new opportunities, qualifying interest, and involving appropriate sales resources
• Identify reference accounts and help to develop Paytronix’s library of references and case studies
• Guide client through successful growth and maturation of guest engagement programs

Preferred Qualifications

• Experience in the restaurant industry and/or with point-of-sale systems such as Micros or Toast
• Experience with Convenience Stores or related technologies
• Experience with client service including the delivery of training sessions

Benefits

• Medical - Choose from 3 Medical Plans (PPO, HMO, and High-Deductible)
• Dental - Select from 2 Dental plans, including adult Orthodontics
• Vision – 1 plan available
• Company paid Life Insurance, Short-Term Disability (STD) and Long-Term Disability (LTD)
• 401K with generous company match; 2-year vesting
• Flexible Spending Account (FSA)
• Health Reimbursement Account (HRA)
• Tuition Reimbursement
• Generous PTO